Our client is seeking a proactive IT Operations Engineer to join a dedicated team focused on resolving operational backlogs and embedding best practices within IT Operations. This is a full-time role, reporting to the IT Operations Team Leader. The successful candidate will play a key role in resolving operational backlogs, embedding best practices, and supporting the delivery of high-quality IT operational service. This position is ideal for an experienced IT professional who excels in problem-solving, documentation, and continuous improvement. The IT Operations Engineer will take a lead role in delivering high-quality technical operational support, mentoring team members, and driving improvements in operational delivery. The key responsibilities include taking ownership of assigned operational tickets through to resolution and collaborating with team members to resolve complex incidents and problems. The engineer is expected to communicate clearly with stakeholders and support continuous improvement initiatives within the team. Operational responsibilities also include participating in the on-call rota and contributing to the maintenance of systems and applications.
Job Duties:
- Take ownership of assigned operational tickets through to resolution, ensuring thorough investigation and long-term solutions.
- Collaborate with team members and subject matter experts to resolve complex incidents and maintain focus on quality improvement.
- Ensure comprehensive documentation of all actions, decisions, and solutions in Confluence.
- Participate in process redesign and automation initiatives to enhance efficiency.
- Maintain accurate ticket records in Jira, with clear categorisation and progress updates.
- Communicate regularly with colleagues and leadership, providing updates on progress and challenges.
- Uphold high standards of professionalism, integrity, and respect in all interactions.
- Support the triage and maintenance of tickets, ensuring alignment with ITIL 4 definitions.
- Participate in daily reviews and facilitate knowledge sharing within the team.
- Contribute to patching and maintenance of systems and applications.
- Support Operational Readiness Testing to ensure service stability and compliance.
- Participate in the on-call rota, including out-of-hours incident response.
Job Requirements:
- Extensive experience in an IT operations, service desk, or technical support role, with demonstrated problem-solving capabilities.
- Strong analytical and troubleshooting skills, with a focus on root cause analysis and preventative solutions.
- Excellent communication skills for conveying technical information clearly to various audiences.
- High attention to detail and a disciplined approach to documentation and process adherence.
- Experience with process redesign, documentation, and knowledge management (e.g., using Confluence and Jira).
- Proactive and solutions-focused with a commitment to continuous improvement.
- Ability to work collaboratively within a team, showing openness to feedback.
- Working knowledge of IT service management, ideally within an ITIL4-aligned framework.
- Experience supporting a broad IT environment, including Azure Cloud and Microsoft 365.
- Relevant certifications such as CompTIA A+, ITIL Foundation (v4 preferred), or Microsoft certifications are desirable.
- Background in a regulated industry with an understanding of compliance and data protection is beneficial.
What You'll Love:
Our client is more than just a company; it’s a vibrant team of innovators dedicated to putting their clients at the centre of everything they do. With a culture of Innovation, Integrity, and Excellence, they empower team members to think creatively and push boundaries. They invest in their people with competitive salaries and a comprehensive range of benefits, including private health care and flexible working hours. Embracing training and development programmes, employees have the opportunity to drive their careers forward. Join this forward-thinking environment where your ideas can thrive and make a meaningful impact.
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